Housekeeping management is at the core of hotel operations and can make a significant difference between a reputed hotel and one that guests are unlikely to visit again. The primary housekeeping duty is to ensure the cleanliness and orderliness of hotel rooms and to ascertain that they are properly stocked with the supplies to which guests are entitled. A hotel housekeeping manager not only supervises housekeepers in conducting their duties but also investigates any complaints guests make and takes corrective action.
Stanojka, Housekeeping manager
How did you start working at Cubo?
I came to Ljubljana from Bosnia and Hercegovina with my my two daughters. Upon arrival I immediately started to looking for a job. A lady I knew offered me to work for her. I was hired as a maid and began to work at CUBO soon after opening. After a successful period of three months, the hotel management has given me a chance to employ me which I gladly accepted.
What is your assignment?
As I said, I started to work as a maid, but with a hard work and dedication I gradually worked my way up. Currently I am a Housekeeping manager. I organize work of the housekeeping department, arrange orders for housekeeping supply, organize laundry pick-up and delivery with an external partner. Besides that I am also in charge of purchasing room decorations and common areas of the hotel. Each employee, as well as the management has its own assignments. However, we used to work in a small community and it is very important to cooperate and help each other at a daily routine.
How does the day in hotel housekeeping looks like?
Daily work is divided into two shifts. Two to three maids usually work in the morning, depends on the hotel occupancy and only one lady works in the afternoon. There are two major assignments in the morning shifts: preparation of all the rooms which are planned for arrival guests and refreshment of occupied rooms. We also clean the restaurant after breakfast and before lunch. The hotel must look flawless at all times. The lady in the afternoon shift prepares turn down service for all hotel rooms and once again clean all common areas. In case of an event, the hotel housekeeping is in charge of meeting room preparation, helps with a table set up for coffee breaks and we also take care of the office supplies layout.
Who replaces you when you are not at hotel? How is your department organized?
In the event if I am not present at the hotel, my colleague Esada is in charge. There are standards and work instructions for every single job at the hotel. This is the major reason why my absence does not affect daily assignments.
Where do you put most attention at preparing guests rooms?
Besides the cleanliness the most important aspect is to know the guest’s habits. Guests who frequently travel and are regularly coming back, much appreciate if on their next arrival the room is prepared as suites them that they feel like at home. Reception staff already assigns a preferred room to a regular guest at booking. Housekeeping then stokes mini bar with their preffered items, adds any extra towels or extra pillows, places a welcome letter with a small gift. A while ago, for example, we had a guest that liked dark chocolate. So upon his return to the hotel we always added a box of home-made dark chocolate prepared by our kitchen in his room. I think that certain things, such as tidiness and cleanliness could make a significant difference. Small acts of attention are most appreciated by our guests.
Is housekeeping aware of the importance of their work?
I think housekeeping must necessarily be aware of the importance of their work at all times. We believe that cleanliness is one of the main aspects of a great hotel. The guest who will not be satisfied with cleanliness and orderliness of the hotel will be certainly not coming back. In addition to cleanliness one of the most important aspects is taking care of the guests so they feel most comfortable and homely at hotel. This atmosphere is not difficult to create if the staff is always willing to help. Specifically guests that return to the hotel often.
What are the guests at hotel like?
Hotel guests are usually very friendly and polite. Sometimes some of the guests wishes are really challenging, but we are trying to fulfill their needs and expectations.
What is the most unusual desire, question, habit from the guest?
There are many interesting things happening in the hotel, but the hotel respects the privacy of our guests, so I would not want to mention anything. Perhaps I can say that a while ago we were surprised by the guest request in the early morning. He had a huge desire to propose a marriage to his partner. So on Sunday morning when most of the shops are closed, we have managed to organize a bouquet of flowers, a favourite chocolate and to prepare a romantic room set up with candles and champagne in a very short amount of time.
What is the most enjoyable of working at Cubo?
Working in a hotel is always interesting, because something is always happening. Recently we changed the choice of flowers in the rooms, then we repainted the entire hotel and renovated beds, which added an additional responsibilities and burden our department. The most interesting is definitely when we help guests to organise special events such as anniversaries, engagements, birthdays. Working in a small hotel as CUBO is particularly pleasant because of cooperation among colleagues. Every employee becomes a part of CUBO family.
What is the most inconvenient thing that happened in hotel?
The most inconvenient things for the entire hotel are those that we do not have an influence, but still reflect the guests visit. Perhaps at the moment the renovation of Slovenska street is the main struggle we have. However I believe that after a few weeks when works will be done the location of hotel will shine even better.
Does the hotel staff expects from your department to clean after them?
In the hotel everyone knows their responsibilities. Thus, each employee must also take care of the cleanliness at their workplace.
Do you also have your own apartment arranged like a hotel room?
I do take care of my own apartment with all the will and desire, as well as for the hotel.
How do you see yourself in 5 years?
So far I have learned a lot, gained a lot of experiences and made a huge progress at my work. I believe that in 5 years I will learn even more and that I will be able to transfer my knowledge to new hotels under CUBO brand.